UXCX Designer

We are looking for a contract UX/CX Designer who thrives at the intersection of complex technical systems and human-centered design. This is not a purely visual role - you will embed with a cross-functional team spanning IT data engineering and business stakeholders to shape experiences within technically deep insurance applications used by both internal operations and end customers.

You will report to the Head of Personal Risk Services CX and serve as an advocate for the end user while maintaining a pragmatic understanding of backend constraints data flows and enterprise technology realities. If you can translate a complex data pipeline into an intuitive workflow - and then test it with real users - this role is for you.

What this person will be doing and bringing to our team:
Discovery & Research
Plan and conduct user research (interviews contextual inquiry surveys) with both internal users and end customers across PRS digital touchpoints.
Synthesize quantitative data (analytics funnel metrics) and qualitative insights into clear opportunity areas and design hypotheses.
Map current-state journeys to identify pain points handoff gaps and moments that matter - including those driven by underlying data or system constraints.
Design & Prototyping
Translate research insights into wireframes user flows interaction models and high-fidelity prototypes using Figma FigJam Full Story Medallia.
Design for technically constrained environments - working within API limitations data availability windows and legacy system architectures without sacrificing usability.
Produce clear design specs annotated mockups and component documentation to support seamless developer handoffs.
Participate in iterative design sprints treating the first version as a starting point not a finished product.

Validation & Testing
Plan and facilitate moderated and unmoderated usability testing sessions; synthesize findings into actionable design revisions.
Establish and track UX success metrics (task completion error rates CSAT NPS) to demonstrate the impact of design decisions.
Run A/B or multivariate tests in collaboration with data and analytics partners where applicable.
Cross-Functional Collaboration
Serve as the UX voice in sprint planning backlog grooming and technical architecture discussions - translating user needs into requirements IT and data teams can act on.
Partner closely with data engineers and IT architects to understand what is technically feasible and identify creative paths to deliver great experiences within those boundaries.
Present design work to senior stakeholders and business leaders with clarity confidence and a compelling narrative grounded in user evidence.
Champion a culture of customer-centric decision-making across the organization without losing sight of business and technology goals.
What You Bring
Required
5 years of end-to-end UX/CX design experience across web and mobile applications with a strong portfolio demonstrating delivered production-quality work.
Demonstrated experience designing for technically complex or data-rich environments - enterprise software fintech insurtech or similar regulated industries strongly preferred.
Fluency in Figma and FigJam for wireframing prototyping and collaborative whiteboarding.
Hands-on experience conducting user research usability testing and synthesizing mixed-methods data to drive design decisions.
Proven ability to collaborate directly with IT engineering and data teams - you understand (and arent intimidated by) technical architecture conversations.
Experience working within Agile/Scrum delivery environments; comfortable in fast-moving sprint cycles.
Strong communication and facilitation skills - you can present design rationale to a VP and pair on implementation details with a developer in the same day.
Track record of balancing user needs business goals and technical constraints to ship pragmatic high-quality experiences.
Preferred
Insurance or financial services domain knowledge especially personal lines (home auto valuables).
Experience designing for or alongside data engineering and analytics teams - familiarity with data pipelines reporting tools or business intelligence UX.
Exposure to accessibility standards (WCAG 2.1 AA) and inclusive design practices.
Experience with service design methods (service blueprints ecosystem mapping) in addition to product UX.
Background in design systems contribution or governance.

Education
Bachelors degree in UX Design Human-Computer Interaction Interaction Design Cognitive Science or a related field - or equivalent demonstrated professional experience. Degree is secondary to portfolio quality and depth of practice.
Portfolio Requirement
A portfolio is required and will be a primary factor in evaluation. Please be prepared to walk through at least one case study that demonstrates:

Your end-to-end design process from discovery through delivery
How you navigated technical or organizational constraints
How user research directly informed design decisions
Measurable outcomes or impact of your work

Case studies from regulated industries (insurance banking and healthcare) are particularly valued but not required.
Why This Role
Work on consequential products - insurance experiences that matter to customers during moments of real need.
Genuine seat at the table - the CX Lead is an executive sponsor with direct access to business decision-makers.
Technically rich environment - meaningful collaboration with IT and data partners not just a design hand-off process.
Opportunity to establish repeatable UX practices and leave behind lasting process improvements during your engagement.